Learning Design (Associate)
Location: Nottingham – Hybrid
Working Pattern: 3 days in‑office (Tuesday‑Thursday) and 2 days remote.
About the Role
The purpose of this role is to scope, design, develop and deliver engaging and performance‑focused learning solutions that enable customer‑facing associates to deliver exceptional customer service in line with regulatory requirements. This role ensures that learning experiences are practical, measurable and tailored to support knowledge, skills and behaviours required to deliver exceptional customer service.
What you’ll do
* Partner with key stakeholders (project teams, SMEs, Process Management and Service Delivery) to identify the learning needs of customer‑facing associates, translating complex processes into content that is easy to understand.
* Act as a trusted and professional advisor to stakeholders, keeping them informed on progress and delivery of material.
* Perform training needs analysis of performance data and feedback to shape learning objectives, highlight gaps through data‑driven insights and desired outcomes.
* Use a variety of tools available to design blended learning solutions (eLearning, virtual, classroom and job aids) that are engaging, inclusive and accessible for both UK and Offshore associates.
* Work closely with learning facilitators to ensure seamless handover and delivery.
* Complete post‑delivery evaluation and implement changes based on insights, using evaluation frameworks to assess learning effectiveness.
* Keep up to date with industry trends and share best practice amongst peers.
The skills and experience you need
* Demonstrated ability to effectively plan, organise and execute multiple projects, setting and tracking deadlines that drive results.
* Training evaluation expertise, showcasing ability to measure and evidence the return on investment (ROI) of training plans and meet learning objectives.
* Engage and communicate effectively with stakeholders across all levels of the organisation.
* Strong understanding of learning and development theories and practices, adept at guiding the entire learning cycle.
* Instructional design expertise: skilled in creating captivating learning materials in partnership with external suppliers, ensuring a rich learning experience.
What’s in it for you
We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.
In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:
* Wealth & Future: competitive pension and performance‑based bonus schemes.
* Holidays: start with 25 days of annual leave, increasing with tenure. You have the option to buy 5 additional days.
* Health: access premium care through private medical insurance.
* Family Support: champion your milestones with enhanced parental leave.
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
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